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Insights

Ideas & Strategies to Stand Out and Earn More

Emotional Design and the Ultimate Customer Experience ®

Emotional Design and the Ultimate Customer Experience ®

In my first business book, “ALL Business is Show Business,” I wrote about the importance of emotion in creating and delivering the Ultimate Customer Experience.® Emotions are powerful drivers of behavior--and they have been since the beginning of time. It seems that...

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Don’t Make It Right for Customers

Don’t Make It Right for Customers

Southwest Airlines halted all their operations this past Tuesday morning, citing “intermittent technology issues.” By 1 PM/Eastern, 43% of the airline’s schedule was delayed. The airline released a statement saying that an issue with a "vendor-supplied" firewall (I’d...

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ICONIC inner circle with Scott McKain
Path to Distinction